For CS Representatives
Support tickets are used when an action needs to be taken in an account. Client can submit tickets for changes on their website, social media pages, local directories, or any other service they are signed up for.
Team Leads assign tickets to reps. If you think that a ticket should be reassigned, reach out to a lead to confirm that the ticket should be moved. Never assign a ticket to another rep without authorization.
When new information comes in regarding a ticket in your name, a team lead will update your ticket and add the tag “Updated Month/Day:” to the title of your ticket. If a ticket is updated, please reach out that day in response, even if the ticket is scheduled to be treated as a “rest” day.
If a client reaches out to us (typically via e-mail) this shows that they are attempting to follow-up on an issue, or they are providing us with needed information. In this case, we want to be proactive in following up with the client. Always reach out when a ticket is updated with instructions.
To view a ticket, click on the edit icon, and you will be able to view the contents of the ticket.
Below you can see an example of a ticket. You can view whether or not a client is in the new or old editor, other tickets available on the client's account, as well as notes on the ticket. Once you have completed a ticket, check the box "completed for the day", insert your note (as well as on the account webID), and save the ticket. Depending on how the ticket goes, you may close the ticket, send it to a lead/IT, or leave it open in your name.
Frequently Asked Questions
How many tickets should I have?
- 30-60 is the average amount of tickets you will have throughout the week- this is subject to change as number of requests are heightened at certain times of the year.
Why do I have so many tickets?
- Tickets can accumulate based on the nature of the task- for example a “Contact” ticket is not based on your own productivity but on the responsiveness of the client.
Will I be penalized for falling behind on tickets?
- You shouldn’t ever be placed in a position where you cannot handle your workload- if you feel you have gotten to many tickets or are struggling with certain tasks your manager, team leads, and even teammates are here to help you through. If you have a disproportionate amount of tickets, please alert a team lead and we will re-distribute as we see fit.
Can I ask for more tickets?
- Inversely if you are completing tasks more quickly than you are receiving them, also let a team lead know and we will distribute as seen fit.
Additional Notes:
All tickets should be worked through on a daily basis, if you feel that you can’t get through your ticket list on any given day, reach out to a team lead. We will assess and let you know the best way to go forward.
Contact protocol numbers refer to the number of days you’ve had a ticket. For example, if a ticket’s protocol is “1. Call 2. E-Mail 3. Rest” then you would call on your first contact attempt which happens on day one. On the second day, if the ticket is still open, you would then email. On the third day, you would “rest” and not contact the client at all; this does not count as a contact attempt. Do not note “rest” in your ticket. Simply mark it as completed for the day. (time saver).This process is repeated until you reach the maximum number of contacts per ticket type. See below for details regarding ticket types and their protocols.
Ticket Types & Contact Protocol
Social Media Approval / SM Approval-Soci
Description: For clients signed up for Social Media. This ticket means there have been new posts scheduled to go out on the client’s social media platforms.
The client must be notified that new posts are available for viewing. At this point they have the opportunity to reject any posts that they do not want us to send out.
Contact Protocol: 1. E-Mail & Close
Blog Approval
Description: For clients signed up for Blogs. This ticket means that new blog posts are ready for posting at blogger.com. The client must be notified that new press releases are available for viewing. At this point they have the opportunity to request edits to their press release or request a new topic before approval.
Contact Protocol: 1. E-Mail 2. Call 3. Rest. | Repeat. Approve after 7 days.
Migration Approval or DNS Verification
Description: For client who are either being migrated or have recently signed up. This ticket means that we are looking for approval before making the website live; this is required. The client must be notified that their website is ready to go live. At this point they have the opportunity to request additional edits to their website or they can simply approve the new site to go live.
Contact Protocol: 1. E-Mail 2. Call 3. Rest. | Repeat. Send to a Team Lead after 10 contact attempts. If you are the second rep to get this ticket, you can send the 14 day notice. If we don't hear from the client in 14 days, send the ticket to IT to make the site live.
3-Month Check In
Description: For client who were previously signed up. This ticket means that the client expressed interest in a “check-in” with their onboarder, three months after completing the design call. With this ticket, you would reach out to the client to schedule an appointment with their original onboarder (this is noted in the ticket). If they are no longer interested in a check in, this ticket can be closed and the client can call in for support from the CS team.
Contact Protocol: 1. Call 2. E-Mail 3. Close.
Product Questionnaires / QREs (Ex: Gold/SM/LD/RG360/Etc.)
Description: For clients who have recently signed up for one or more of our marketing packages. For these, you will need to reach out to the client to complete the questionnaires for setup. If we have made extensive contact without hearing back you can notify a team lead.
Contact Protocol: 1. E-Mail 2. Call 3. Rest. | Repeat. https://www.baystonearchives.com/qre-checklist
Onboarding: “Design Set Up” or “Move Site Info” (+ Associated QRE Tickets)
Description: Similar to Migration and DNS tickets, this ticket means that we are looking for approval before making the website live; this is required. These tickets get sent to the CS Team once the Onboarder for the account has completed the design call but the site is not live. The client must be notified that their website is ready to go live. At this point they have the opportunity to request additional edits to their website or they can simply approve the new site to go live.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. Send to a Team Lead after 10 contact attempts. This ticket cannot be closed until site is live. If we have made extensive contact without hearing back you can notify a team lead.
Change of Ownership
Description: A change of ownership is when a client wants to release their website and account to a new owner (typically happens after a practice is sold to a new doctor). When you receive this ticket, you will need to reach out to the new account holder listed in the ticket. Once you get update the billing information to the new account holder, you can send this ticket to a team lead to update the account information (i.e. name, contact number, contact email, etc.).
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. Send to a Team Lead after 10 contact attempts.
Contact Tickets (Ex: Advise, Clarification, Follow-Up, Need Info, Need Code, Etc.)
Description: “Contact” tickets are our “general” style tickets. These are typically for following up on questions, providing information, or sending updates to a client. For these, once you provide the client with the necessary information they requested, the ticket can be closed.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. 4. Call 5. E-Mail 6. See TL (if unsure about closing)
Initial Setup SM Tickets
Description: Initial social media setup is done by our SM Specialist, however in some cases we will need to coordinate with the doctor. If the doctor already has a Facebook page and would like us to manage that rather than create a new one, the client will need to add our company as an admin to their page. Once that is completed, this ticket will be sent to a team lead.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. Send to a Team Lead after 10 contact attempts.
Domain Transfers
Description: When completing a domain transfer for a client some coordination and work on the client’s name is required. Sometimes clients will need to provide us a code to initiate the transfer, or they may need to accept the transfer manually. With these tickets, you will continue to contact until the domain transfer is complete or if the client chooses to manage their own domain.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. Send to a Team Lead after 10 contact attempts.
Production Tickets (After Completion)
Description: Sometimes a client will request notification once a ticket or task is completed. If this is the case, you can simply email the client letting them know their request has been completed. If they specifically request a call, you’ll call and leave a voicemail if they don’t answer. Stick to the client’s preference for this type of ticket.
Contact Protocol: 1. E-Mail/Call 2. Close.
Billing List
Description: If a client is past-bill they will be added to the billing list. Once a client is on the billing list, their services are no longer active. When contacting the billing list, the goal is to retain the client, achieved by updating their billing and reactivating their services.
Contact Protocol: Two contacts per week (both contacts should be calls for the first week the client is on the billing list. After that, contacts can switch between calls and emails). Protocol continues for three months until the account is closed.
Notes: Clients with websites on the New Editor will need to have their website turned off manually. This is achieved by turning on maintenance mode in portal.
Website Audit (Copyrighted Content)
Description: Sometimes when a client cancels with us they may (knowingly or unknowingly) take our copyrighted content and put it on their new website. If a doctor’s new website is up prior to cancellation with us and it is found that they have taken our content, we cannot authorize a cancellation until that copyrighted content is removed. The retention specialist will note what items need to be removed and will confirm if these items were removed before finalizing a cancellation request.
Contact Protocol: 1. Call 2. E-Mail 3. Rest | Repeat. Notify the Billing manager after 10 contact attempts.
Cancel Requests
Description: At times, clients will reach out to cancel their services with us. In order to officially close an account, the account holder will need to fill out our cancellation form. This is necessary in order to have a record of this cancellation on file. If a client requests a cancel, but has not filled out the cancellation form, a ticket will be created for the retention specialist to reach out to the client and finalize the process.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. After 10 contact attempts, send a “Final Notice” email that lets the client know that their account is still active with us and they will continue to be billed until they fill out and send in the cancellation form.
Update Credit Cards/Billing
Description: All representatives can update client billing, but when a client sends an email requesting assistance to update billing, a ticket will be created for the retention specialist. Clients can pay by credit card, e-check, or paper check.
Contact Protocol: 1. Call 2. E-Mail 3. Rest. | Repeat. After 10 contact attempts, send a “Final Notice” email that lets the client know that we have attempted to reach out to them but have been unable to reach them.
Notes: If billing is updated for a client on the new editor maintenance mode must be turned off manually. If a client’s billing is expired and they are on the billing list, you can close this ticket and proceed with normal billing list protocol.
